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Help & Support

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Troubleshooting & FAQ Frequently Asked Questions Getting Additional Help

Troubleshooting & FAQ

Leemu Support

Last Update hace 7 meses

This comprehensive guide addresses common issues and frequently asked questions about Leemu OKR.Table of Contents
  • Getting Started Issues
  • Login & Authentication
  • OKR Management
  • Check-ins
  • Permissions & Access
  • Performance Issues
  • Notifications
  • Integrations
  • Billing & Subscription
  • Data & Privacy
  • Frequently Asked Questions
Getting Started IssuesI can't access Leemu OKR

Possible Causes:

  1. No account yet
  2. Wrong URL
  3. Account not verified
  4. Account deactivated

Solutions:

  1. Check if you have an account - look for invitation email
  2. Verify you're using correct URL (check your company's slug)
  3. Check email for verification link
  4. Contact your admin if account was deactivated
How do I get started?

Steps:

  1. Check email for invitation
  2. Click invitation link
  3. Create account or log in
  4. Complete profile
  5. Review Getting Started Guide
I'm new to OKRs - where do I start?

Recommended Path:

  1. Read Getting Started - understand OKR basics
  2. Review company OKRs - see examples
  3. Talk to your manager about priorities
  4. Use AI Copilot to draft your first OKR
  5. Create 1-2 personal OKRs aligned with team
  6. Submit your first check-in
  7. Repeat and refine
Login & AuthenticationI forgot my password

Solution:

  1. Go to login page
  2. Click "Forgot Password?"
  3. Enter your email
  4. Check email for reset link
  5. Click link (valid 1 hour)
  6. Set new password
  7. Log in

If email doesn't arrive:

  • Check spam folder
  • Verify you entered correct email
  • Wait 5-10 minutes
  • Try again
  • Contact support
I'm not receiving the password reset email

Solutions:

  1. Check spam/junk folder
  2. Add [email protected] to contacts
  3. Whitelist leemu.io domain
  4. Try different email if you have multiple
  5. Check with IT if emails are blocked
  6. Contact support
My login keeps failing

Common Causes:

  1. Wrong email or password
  2. Caps Lock is on
  3. Copy/paste added extra spaces
  4. Account deactivated
  5. Browser cache issues

Solutions:

  1. Double-check email (no spaces before/after)
  2. Verify password (try typing it in a text editor first)
  3. Check Caps Lock is off
  4. Try password reset
  5. Clear browser cache and cookies
  6. Try different browser
  7. Contact admin to verify account status
Google login not working

Solutions:

  1. Enable pop-ups in browser
  2. Clear browser cache
  3. Try incognito/private mode
  4. Check third-party cookies are enabled
  5. Ensure Google OAuth is configured (contact admin)
  6. Try different Google account
  7. Use standard email/password login instead
OKR ManagementI can't create an objective

Possible Causes:

  1. Insufficient permissions
  2. Usage limit reached
  3. Required fields missing
  4. Form validation errors

Solutions:

  1. Verify your role:
    • Company OKRs require Company Admin
    • Team OKRs require Team Admin or higher
    • Personal OKRs can be created by anyone
  2. Check usage limits (Settings > Billing)
  3. Ensure all required fields filled:
    • Title
    • Owner
    • Start date
    • At least one key result
  4. Check for error messages on form
  5. Contact admin if limits reached
My objective isn't showing in the list

Possible Causes:

  1. Filters applied
  2. Archived objective
  3. Wrong level selected (Company vs Team vs Personal)
  4. Created as draft

Solutions:

  1. Clear all filters
  2. Check "Show Archived" option
  3. Verify you're viewing correct section:
    • Company OKRs
    • Team OKRs
    • My OKRs
  4. Check status - if "Draft," enable "Show Drafts"
  5. Use search function
I can't edit someone else's objective

This is expected behavior for:

  • Members editing team or company OKRs
  • Team Admins editing other teams' OKRs
  • Non-owners editing objectives

Solutions:

  1. Ask the owner to make changes
  2. Ask admin to make you a collaborator
  3. Request Company Admin to make changes
  4. Request role promotion if needed
Progress calculation seems wrong

Common Issues:

Issue: Progress shows 0% despite check-ins

  • Check that initial value, target value are set correctly
  • Verify direction (increase vs decrease)
  • Ensure current value is being updated

Issue: Progress shows >100%

  • You exceeded the target (this is good!)
  • Or initial/target values may be swapped

Issue: Objective progress doesn't match KR progress

  • Objective progress is weighted average of all key results
  • Check key result weights
  • One low-performing KR can bring down overall progress

Solutions:

  1. Verify key result settings:
    • Initial value
    • Target value
    • Direction
    • Weights
  2. Recalculate by editing and saving objective
  3. Contact support if still incorrect
I accidentally deleted an objective

Bad News: Deletions are permanent and cannot be undone.

Prevention:

  • Archive instead of delete
  • Double-check before confirming deletion
  • Limit delete permissions

Mitigation:

  • Recreate from memory or notes
  • Check if team members have copies
  • Review any reports that captured it
  • Learn from mistake - archive in future
Check-insI can't submit a check-in

Possible Causes:

  1. Not the key result owner
  2. Objective is completed or cancelled
  3. Key result is archived
  4. Form validation errors

Solutions:

  1. Verify you're the owner of the key result
  2. Check objective status (must be Active)
  3. Ensure key result isn't archived
  4. Fill all required fields:
    • Current value
    • Progress (or auto-calculated)
  5. Try different browser
  6. Contact owner or admin if you should have access
My check-in didn't save

Possible Causes:

  1. Internet connection lost
  2. Form validation failed
  3. Session expired
  4. Browser issue

Solutions:

  1. Check internet connection
  2. Look for error messages on form
  3. Copy your content before reloading
  4. Refresh page and try again
  5. Log out and log back in
  6. Try different browser
Check-in reminders not working

Solutions:

  1. Check notification preferences (Settings > Profile > Notifications)
  2. Ensure check-in reminders enabled
  3. Verify email address is correct
  4. Check spam folder
  5. Ensure check-in interval is set on key result
  6. Wait for next scheduled reminder
I can't see my check-in history

Solutions:

  1. Navigate to key result detail page
  2. Scroll to "Check-in History" section
  3. Check date filters aren't hiding history
  4. Refresh page
  5. Verify check-ins were actually saved
Permissions & AccessWhat can I do with my role?

Member:

  • Create personal OKRs
  • View company and team OKRs
  • Submit check-ins on your key results
  • View reports
  • Use AI Copilot

Team Admin:

  • All Member capabilities
  • Create and manage team OKRs
  • Manage team members (depending on settings)
  • View team analytics

Company Admin:

  • All Team Admin capabilities
  • Create company OKRs
  • Manage all users and teams
  • Access workspace settings
  • Manage billing
  • Configure integrations

See Getting Started for full role breakdown.

I need more permissions

Process:

  1. Identify what you need to do
  2. Determine required role
  3. Talk to your manager about why you need it
  4. Manager contacts Company Admin
  5. Admin reviews and approves/denies
  6. Admin updates your role if approved

Justification Examples:

  • "I need Team Admin to create team OKRs for my department"
  • "I need Company Admin to manage our integration with Slack"
Someone shouldn't have access

If user needs deactivation:

  1. Contact Company Admin
  2. Provide user details
  3. Admin deactivates account

If user left company:

  • Admin should deactivate account immediately
  • Reassign their OKRs
  • Review their access
Performance IssuesLeemu OKR is slow

Common Causes:

  1. Internet connection
  2. Browser issues
  3. Too many browser tabs/extensions
  4. System maintenance

Solutions:

  1. Check internet speed
  2. Close unnecessary tabs
  3. Disable browser extensions
  4. Clear cache and cookies
  5. Try different browser
  6. Restart browser
  7. Check status page for outages
  8. Try again later
Pages not loading

Solutions:

  1. Refresh page (F5 or Cmd+R)
  2. Hard refresh (Ctrl+Shift+R or Cmd+Shift+R)
  3. Clear cache
  4. Check internet connection
  5. Try incognito/private mode
  6. Try different browser
  7. Check if firewall/VPN blocking
  8. Contact support if persists
Dashboard taking long to load

Causes:

  • Large amount of data
  • Many objectives and check-ins
  • Complex reports generating

Solutions:

  1. Wait a moment (initial load can be slow)
  2. Reduce date range filter
  3. Filter by team or user
  4. Clear browser cache
  5. Contact support if consistently slow
NotificationsNot receiving any notifications

Solutions:

  1. Check Settings > Profile > Notifications
  2. Verify notifications are enabled
  3. Check email address is correct
  4. Look in spam/junk folder
  5. Whitelist leemu emails
  6. Check "Do Not Disturb" isn't enabled
  7. Verify email provider isn't blocking

See Notifications for detailed troubleshooting.

Receiving too many notifications

Solutions:

  1. Switch to daily digest mode
  2. Disable low-priority notification types
  3. Unsubscribe from team activity if not team admin
  4. Filter to only your OKRs
  5. Adjust check-in reminder frequency
  6. Use Do Not Disturb during certain hours

See Notifications for customization.

IntegrationsSlack integration not working

Solutions:

  1. Check connection status (Settings > Integrations)
  2. Re-authenticate Slack
  3. Verify bot is invited to channels
  4. Check notification settings
  5. Ensure Slack admin approved app
  6. Disconnect and reconnect

See Integrations for detailed setup.

Google Calendar not syncing

Solutions:

  1. Check connection (Settings > Profile > Integrations)
  2. Re-authenticate Google account
  3. Verify calendar permissions
  4. Check which calendar is selected
  5. Enable sync settings
  6. Wait 15 minutes for next sync
  7. Force sync if available
  8. Disconnect and reconnect

See Integrations for troubleshooting.

Billing & SubscriptionWe hit our user limit

Solutions:

  1. Deactivate inactive users
  2. Remove users who left company
  3. Upgrade to higher plan
  4. Contact sales for custom plan
We hit our objective limit

Solutions:

  1. Archive completed objectives
  2. Delete test/duplicate objectives
  3. Upgrade plan for more capacity
  4. Review if all objectives are necessary
AI tokens depleted

Solutions:

  1. Wait for monthly reset (check Settings > Billing for date)
  2. Upgrade plan for more tokens
  3. Use AI sparingly for critical OKRs only
  4. Conserve by being more concise in prompts
Payment failed

Solutions:

  1. Check card details are correct
  2. Ensure sufficient funds
  3. Verify billing address
  4. Try different payment method
  5. Contact your bank
  6. Update payment method in Settings > Billing
  7. Contact support if issues persist
How do I cancel my subscription?

Process:

  1. Settings > Billing
  2. Click "Cancel Subscription"
  3. Select reason (optional)
  4. Confirm cancellation
  5. Subscription continues until end of current period
  6. Export your data before cancellation

After Cancellation:

  • Access until end of billing period
  • Then downgrade to FREE (if available) or archived
  • Can reactivate anytime
Data & PrivacyHow do I export my data?

Personal Data:

  1. Settings > Profile > Data
  2. Click "Export My Data"
  3. Select what to include
  4. Choose format (JSON, CSV)
  5. Download link sent to email

Company Data (Admin only):

  1. Reports > Export
  2. Select data to export
  3. Choose format
  4. Download
Is my data secure?

Yes. Security measures include:

  • Encryption in transit (HTTPS/TLS)
  • Encryption at rest
  • Regular security audits
  • Access controls and permissions
  • Secure authentication
  • SOC 2 compliance (if applicable)

Best Practices:

  • Use strong passwords
  • Don't share credentials
  • Enable email verification
  • Log out on shared devices
  • Review active sessions regularly
Can I delete my account?

Yes:

  1. Settings > Profile > Data
  2. Click "Delete Account"
  3. Confirm (permanent action)
  4. Your data is removed

What happens:

  • Your user account deleted
  • Personal OKRs removed
  • Team/company OKRs you owned are reassigned
  • Historical activity anonymized

⚠️ This is permanent and cannot be undone!



 

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